TRAVEL INSURANCE POLICY - P&O Ferries - UK...Section 14 – Loss of passport or driving licence 34 Section 15 – Hijack and mugging 35 Section 16 – Personal liability 35 Section

TRAVEL INSURANCE POLICY

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WE’RE HERE TO HELP

Need medical help abroad? Call us first on +44 (0) 203 823 1247

For emergencies: if you are taken by ambulance to hospital following an emergency call, you or a travelling companion should call us as soon as possible once you have been admitted to hospital.

For non-emergencies: if you need a GP, or need to go to A&E or a clinic, Call Us First, before you try to locate help, so we can guide you to the safest and most appropriate source of treatment.

If you are unfortunate enough to need medical help whilst abroad please Call Us First on the Assistance Helpline +44 (0) 203 823 1247

Our highly experienced multi-lingual team are available to talk 24 hours a day, to advise you or your travelling companion of what steps to take. Their aim will always be to establish the best treatment available to you in the country you are visiting.

Our first steps will always be to…

• Confirm that you’re in a place of safety; • Establish the best local treatment available to you; • Consider your health and best interests; • Make sure that the necessary medical fees are guaranteed.

Important note: it may affect your claim if you, your travelling companion or a doctor/nurse does not contact us on the number above. We do not cover any costs over £500 where prior agreement regarding treatment has not been obtained from the Assistance Helpline.

Our highly experienced multi-lingual team of in-house doctors, nurses and experienced case managers will advise you, your travelling companion, and/or your treating doctor, of what steps to take.

We understand how important it is to have someone who…• You can contact at any time of the day or night • You can trust has the medical expertise to guide you to the right course of treatment • Has an in-depth understanding of how and when to transfer sick and injured patients back

home • Will speak to you in a language you can understand.

Our team is focused on trying to take some of the worry out of what can be an incredibly stressful situation so we’ll keep your key contacts updated on your progress for you and if need be, we’ll fly a doctor or nurse out, with specialist repatriation equipment, to accompany you home.

We actively monitor the capabilities of medical facilities throughout the world and use this knowledge to determine whether you need to be transferred to a different facility. Once we are satisfied that you are getting the appropriate treatment, we will agree a treatment plan with your treating doctor and you. If you cannot be discharged in time to continue your trip as planned, we will make arrangements to bring you home at the appropriate time.

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Page

Introduction 4

Definitions 6

Important conditions relating to health 10

General conditions (applicable to the whole policy) 11

Claims conditions (including making a claim) 12

General exclusions (applicable to all sections of the policy ) 14

Pre travel advice 15

Reciprocal health agreements 15 - EU, EEA or Switzerland

Schedule of benefits 16

Section 1 – Cancellation 17

Section 2 – Missed departure/connections 20

Section 3 – Curtailment/loss of holiday 22

Section 4 – Substitute accommodation 24

Section 5 – Enforced stay 25

Section 6 – Replacement travel 27

Section 7 – Emergency medical and other expenses 28

Section 8 – Hospital benefit 30

Section 9 – Home help or nanny cover 30

Section 10 – Personal accident 31

Section 11 – Delayed baggage 31

Section 12 – Baggage 32

Section 13 – Personal money 33

Section 14 – Loss of passport or driving licence 34

Section 15 – Hijack and mugging 35

Section 16 – Personal liability 35

Section 17 – Legal expenses 36

Section 18 – Winter sports (optional) 38

Complaints procedure 41

Data protection notice 43

CONTENTS

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INTRODUCTION

This is your travel insurance policy. It contains details of cover, conditions and exclusions relating to each insured person and is the basis on which all claims will be settled. It is validated by the issue of the Schedule which must be read in conjunction with the policy.

In return for having accepted your premium we will, in the event of bodily injury, death, illness, disease, loss, theft, damage or other events happening within the period of insurance, provide insurance in accordance with the operative sections of your policy as referred to in your Schedule.

The Schedule and any endorsements are all part of the policy.

The information you have supplied forms part of the contract of insurance with us. Your policy is evidence of that contract.

United Kingdom residentsThis policy is only available to you if you are permanently resident in the United Kingdom.

The law applicable to this contractIt is possible to choose the law applicable to a contract of insurance in the United Kingdom. We have chosen Scottish law to apply if you live in Scotland and English law if you live elsewhere in the United Kingdom.

P&O Ferry Travellers onlyThis policy is only available to P&O Ferries customers who have purchased a ferry ticket to travel from the United Kingdom and are returning to the United Kingdom within the period of insurance. This excludes one way trips or journeys.

Policy information or adviceIf you would like more information or if you feel the insurance may not meet your needs, please contact Customer Services.

Age eligibilityThis policy is not available to anyone aged 65 and over when the trip starts.

Section 18 - Winter Sports is only available where the appropriate premium has been paid.

Policy excessUnder most sections of the policy, claims will be subject to an excess. This means that you will be responsible for paying the first part of each and every claim (as shown in the Schedule of Benefits) per incident per section for each insured person.

Geographical limitsEurope Albania, Andorra, Austria, Axores, Balearic Islands, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Canary Islands, Channel Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Isle of Man, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Mediterranean Islands not otherwise specified (except for the Balearic Islands), Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (European), San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom and the Vatican City.

CignaThe policy is administered on behalf of the insurer by Cigna Insurance Services (Europe) Limited.

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Have a safe tripWe are working with the Foreign and Commonwealth Office to do all that we can to help British Travellers stay safe overseas. Before you go overseas, check out the FCO website at www.fco.gov.uk/knowbeforeyougo. It is packed with essential travel advice and tips, and up-to-date country specific information.

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DEFINITIONS

Any word or expression to which a specific meaning has been attached will bear the same meaning throughout this policy. For ease of reading, the definitions are highlighted by the use of bold print.

BaggageLuggage, clothing, personal effects, valuables, and other articles which belong to you (or for which you are legally responsible) which are worn, used or carried by you during any trip but excluding personal money and documents of any kind.

Bodily InjuryA bodily injury which is the direct result of an accidental, external, violent and visible cause, including accidental injury as a direct result of being exposed to the elements. This does not include an injury caused by sickness, disease or any naturally occurring condition or process.

Booking AgentA person or organisation that makes reservations for travel or accommodation on your behalf.

CarrierThe ship, aircraft, train or coach operator and their employees and agents.

Close Business AssociateA person working for the same company as you or your travelling companion whose absence from work along with you or your travelling companion would prevent the proper functioning of the company, as confirmed by an officer of the company.

Close RelativeMother, father, sister, brother, wife, husband, civil partner, daughter, son, grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law, sister-in-law, brother-in-law, step parent, step child, step sister, step brother, foster child, legal guardian, common law partner (defined as living together at the same address and including same sex relationships) or fiancé/fiancée.

ConsolidatorA person or organisation that sells airline tickets on behalf of an airline.

Curtailment/CurtailAbandoning the trip by direct return to the United Kingdom or as a result of bodily injury or illness you have to stay in hospital for the rest of the trip.

ExcessThe first part of any claim that you have to pay (as shown in the Schedule of Benefits). This applies to each incident for each insured person under each section being claimed under.

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Winter Sports (other than curling or ice skating) are excluded unless an additional premium has been paid and accepted. Where Winter Sports cover has been purchased you are covered for the dates stated on your Schedule.

Covered

Not Covered

Winter Sports

Covered if professionally organised and supervised plus you wear appropriate safety equipment and take safety precautions:

If there are activities that you intend to participate in that are not listed above, please call us to confirm whether cover is provided.

Examples of Winter Sports activities not covered are:

Hazardous Activities

The following activities are covered:

* There is no cover under Section 16 – Personal Liability

AerobicsBadmintonBaseballBasketballBoogie BoardingBowlsCricketCroquetCurlingCycling (no racing)Fell Walking

FishingGolfHiking/Trekking (under 4,000m)Ice SkatingJoggingManual Work (at ground level involving no machinery)Marathon RunningMountain Biking (on

recognised routes)RamblingRoundersSailing (within territorial waters)*SCUBA Diving (down to 30m accompanied by a qualified diver or instructor)SnorkellingSoftballSquash

SurfingSwimmingTable TennisTennisTen Pin BowlingVolleyballWalkingWater Polo

AbseilingArcheryBanana BoatingBlack Water RaftingBungee JumpingCamel/Elephant RidingCanoeing/Kayaking (no white water)Clay Pigeon Shooting*Fencing

Flotilla Sailing (with professional leader)*Go Karting*GymnasticsHiking/Trekking (between 4,000m and 6,000m)Horse Riding (no jumping)Hot Air BallooningIndoor Rock Climbing (with belays)

Jet Biking*Jet Skiing*Paint BallingParascending over waterPony TrekkingQuad Biking*River Tubing (no white water)Segway Riding (organised tours only) *

Shooting (not Big Game)*Sleigh riding (as a passenger)Swimming with DolphinsTrampoliningWater Skiing (no jumping)White Water RaftingZipling/ZipwiringZorbing

Base JumpingBig Game HuntingBMX Stunt RidingBoulderingBoxingCanyoningCaving/Pot HolingCoasteeringCycle RacingDune or Sand BuggyingFlying except (as a fare paying passenger)Free/High DivingGliding

Hang GlidingHorse Jumping/HuntingJudo/Karate/Martial ArtsKite SurfingLacrosseMicro LightingMotor Cycling as a driver or passenger (unless on machines of less than 125cc, you wear a helmet, and as a driver, you have held a motorcycle licence for at least 3 years and have no motoring convictions)

MountaineeringOrganised Team SportsParachutingParaglidingParascending (over land)Participation in competitions unless otherwise agreed by usPoloProfessional/Semi Professional SportsRock ClimbingSailing (outside territorial waters)

Scuba Diving (below 30m)Shark DivingStreet HockeyTomb StoningTrack Days involving motor vehicles including motorcyclesWakeboardingWater Ski JumpingWeightliftingWrestling

• On piste skiing or snowboarding on piste

• Off-piste skiing or

snowboarding where accompanied by a qualified guide or instructor

• Cross country skiing on recognised routes and with a guide

• Ski racing arranged by ski schools for their pupils• Sledging

• Bobsleighing• Heli Skiing

• Ice Hockey• Luging

• Use of Skeletons• Ski Acrobatics

• Ski Jumping

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DEFINITIONS CONTINUED

HijackThe unlawful seizure or wrongful exercise of control of the aircraft or ship (or the crew thereof) in which you are travelling as a fare paying passenger.

HomeYour normal place of residence in the United Kingdom.

HospitalAny institution outside the United Kingdom which meets the following criteria:-• It has full time facilities for overnight patients.• It has facilities for surgery, medical diagnosis and treating injured and sick people.• It is run by medical practitioners.• It provides 24 hour nursing supervised by State Registered Nurses.• It is not a medical institution, a nursing or convalescent home, a hospice or place for the

terminally ill, a residential care home (as defined under the Registered Homes Act, 1984 Part 1 Section 1) or a place for drug addicts or alcoholics.

InsurerCIGNA Europe Insurance Company S.A.-N.V.

Legal ExpensesYour representative’s legal fees, expenses and other costs which we have agreed or the costs of any other parties involved in the legal proceedings if you have to pay those costs. This includes costs following an out of court settlement to which we have agreed.

Loss of holidayThe number of days you are confined to a hospital, hotel room or cabin on your treating doctor’s orders and are unable to participate in your planned trip due to death, serious injury or illness.

Loss of limbLoss by permanent severance of an entire hand or foot or the total and permanent loss of use of an entire hand or foot.

Loss of sightTotal and irrecoverable loss of sight.

Medical ConditionAny disease, illness or injury.

Medical PractitionerA registered practising member of the medical profession who is not related to you or any person with whom you are travelling.

MuggingTheft or attempted theft (including that of a vehicle that you are in) involving an act of violence against you by someone not insured on this policy which results in your injury and hospitalisation.

PackageThe pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than 24 hours or includes overnight accommodation:

a) transportb) accommodationc) other tourist services not ancillary to transport or accommodation (such as car hire or airport

parking) and accounting for a significant proportion of the package. As more fully described under The Package Travel, Package Holidays and Package Tour Regulations 1992.

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Period of InsuranceFrom the date you start your trip (as shown on your schedule) until the date you return to your home. The maximum trip duration is 183 days unless you have only purchased a P&O ferry ticket for the outward leg of your journey from the United Kingdom when the maximum trip duration is 31 days.

Under a Flexible ticket you have the ability to travel within 24 hours either side of when you have booked your ferry, if you choose to take up this option your policy will automatically cover you where you decide to choose a crossing that is within the 24 hour parameter set out in your ticket conditions. For customers wanting to change their trip outside this period or who have a ticket that does not allow this flexibility you will need to advise us to discuss your changes with us.

Under the policy Section 1 – Cancellation cover shall be operative from the date stated in the Schedule or the time of booking any trip (whichever is the later) and terminates on commencement of any trip.

For all other sections of the policy, whichever cover is selected, the insurance commences when you leave your home or in respect of a business trip your place of business in the United Kingdom (whichever is the later) to commence the trip and terminates at the time of your return to your home or place of business in the United Kingdom (whichever is the earlier) on completion of the trip.

The period of insurance is automatically extended for the period of the delay in the event that your return to the United Kingdom is unavoidably delayed due to an event insured by this policy.

Permanent total disablementA disability which entirely prevents you from attending to business or occupations of any and every kind, which exists for 12 months after the date of the incident and is beyond hope of improvement.

Personal MoneyBank notes, currency notes and coins in current use, postal or money orders, pre-paid coupons or vouchers, travel tickets, event and entertainment tickets, phonecards and credit/debit or charge cards all held for private purposes.

Public TransportAny publicly licensed aircraft, sea vessel, train or coach on which you are booked to travel.

RepresentativeThe solicitor or other suitably qualified person appointed to act for you.

Scheduled TransportAny ship, aircraft, train or coach that operates to a schedule.

Ski EquipmentSkis (including bindings), ski boots, ski poles and snowboards.

TerrorismAn act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of or in connection with any organisations(s) or governments, committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public, or any section of the public, in fear.

TripAny holiday, business or pleasure trip or journey made by you within the area of travel shown in the Schedule which begins with you travelling on a P&O ferry from the United Kingdom and ends when you return to the United Kingdom during the period of insurance but excluding one way trips or journeys.

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UnattendedWhen you are not in full view of and not in a position to prevent unauthorised interference with your property or vehicle.

United KingdomEngland, Scotland, Wales and Northern Ireland.

ValuablesJewellery, gold, silver, precious metal or precious or semiprecious stone articles, watches, furs, cameras, camcorders, photographic, audio, video, computer, television and telecommunications equipment (including CDs, DVDs, tapes, films, cassettes, cartridges, headphones, laptops, tablets, smartphones and mobile phones), computer games and associated equipment, telescopes, binoculars and satellite navigation equipment.

We/Us/OurCigna Insurance Services (Europe) Limited who administer the insurance on behalf of the insurer.

You/Your/Insured PersonEach person travelling on a trip whose name appears in the Schedule.

IMPORTANT CONDITIONS RELATING TO HEALTHIt is your commitment to us that at the time of taking out this policy or booking a trip, you are healthy, fit to travel and undertake each trip.

Changes in your healthIf after you have booked the trip the health of any insured person changes which results in them seeing a doctor, consultant or specialist, the insured person should check with their doctor, consultant or specialist that they are still fit to undertake the trip.

If the insured person does not do not this it may affect any future claim.

Individuals with whom you are travelling or have arranged to travel, a person with whom you have arranged to reside with temporarily, a close relative or close business associate, who are not insured under the policy.

If, at the time of taking out this policy or booking a trip, whichever was the later, the person with whom you are travelling or have arranged to travel but who is not insured under this policy, a person with whom you have arranged to reside with temporarily, a close relative or close business associate had a medical condition for which he or she:

• was receiving treatment at hospital (other than where they go to hospital for check-ups for a stable condition, at regular intervals which have been arranged beforehand)

• was waiting for a hospital consultation, investigations or treatment (other than where they go to hospital for check-ups for a stable condition, at regular intervals which have been arranged beforehand)

• had been given a terminal prognosis, or been told that their condition is likely to get worse in the next 12 months.

We will not pay for any claim you (or any insured person) make, that has anything to do with the medical condition of that person.

DEFINITIONS CONTINUED

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GENERAL CONDITIONS

General conditions applicable to the whole policyYou must comply with the following conditions to have the full protection of your policy. If you do not comply we may at our discretion cancel the policy or refuse to deal with your claim or reduce the amount of any claim payment.

1. Reasonable precautions You must take all reasonable precautions to avoid injury, illness, disease, loss, theft or damage and take and cause to be taken all practicable steps to safeguard your property from loss or damage and to recover property lost or stolen.

2. Cancellation rights

Statutory Cancellation Rights You may cancel the policy within 14 days of receipt of the policy documents by contacting us. You will be entitled to a full refund so long as you have not claimed or started a trip in this period.

Cancellation outside the Statutory Period We reserve the right to cancel the policy by providing 21 days notice by registered post to your last known address. Any premium refund will be calculated on a pro rata basis.

You may cancel the contract by contacting us. If you cancel the policy, you may be entitled to a pro rata refund of premium unless your policy has a duration of less than one month.

Non Payment of Premiums We reserve the right to cancel this policy immediately in the event of non payment of the premium.

3. Fitness to Travel It is a condition of this policy that when booking your trip or purchasing this policy

whichever is later that you are fit to travel.

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CLAIMS CONDITIONS

You must comply with the following conditions to have the full protection of your policy. If you do not comply we may at our discretion cancel the policy or refuse to deal with your claim or reduce the amount of any claim payment.

1. Making a claim

To make a claim please call us by phone or contact us at the address given below depending on the type of claim.

All claims except Legal Expenses

P&O Travel Insurance Claims PO Box 500 1 Drake Circus Plymouth PL1 1QH

Telephone: 0330 102 5904

Legal Expenses only

Chancery House St Nicholas Way Sutton Surrey SM1 1JB

Telephone: 0330 100 9516

The notification must be made within 31 days or as soon as possible after that following any bodily injury, illness, disease, incident, event, redundancy or the discovery of any loss, theft or damage which may give rise to a claim under this policy.

You must also inform us if you are aware of any writ, summons or impending prosecution. Every communication relating to a claim must be sent to us without delay.

You or anyone acting on your behalf must not negotiate, admit or repudiate any claim without our written consent.

You or your representatives must supply at your own expense all information, evidence, details of household insurance and medical certificates as required by us.

We reserve the right to require you to undergo an independent medical examination at our expense.

We may also request and will pay for a post-mortem examination.

You must retain any property which is damaged and if requested, send it to us at your own expense. If we pay a claim for the full value of the property and it is subsequently recovered or there is any salvage then it will become our property.

We may refuse to reimburse you for any expenses for which you cannot provide receipts or bills.

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CLAIMS CONDITIONS CONTINUED

2. SubrogationWe are entitled to take over any rights in the defence or settlement of any claim and to take proceedings in your name for our benefit against any other party.

3. FraudYou must not act in a fraudulent manner.

If you or anyone acting for you:

a) makes a claim under the policy knowing the claim to be false or fraudulently exaggerated in any respect or

b) makes a statement in support of a claim knowing the statement to be false in any respect orc) submits a document in support of a claim knowing the document to be forged or false in

any respect ord) makes a claim in respect of any loss or damage caused by your wilful act or with your

connivance.

Then we

a) shall not pay the claimb) shall not pay any other claim which has been or will be made under the policyc) may at our discretion declare the policy voidd) shall be entitled to recover from you the amount of any claim already paid under the policye) shall not make any return of premiumf) may inform the police of the circumstances.

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GENERAL EXCLUSIONS

General Exclusions applicable to all sections of the policy.

We will not pay for claims arising directly or indirectly from:1. War, invasion, acts of foreign enemies, hostilities or warlike operations (whether war

be declared or not), civil war, rebellion, terrorism (except under Section 7 - Emergency Medical and Other Expenses, Section 8 - Hospital Benefit, Section 10 - Personal Accident and Section 15 - Hijack and Mugging), revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power.

2. Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste, from combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly.

3. Loss, destruction or damage directly occasioned by pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.

4. The failure or fear of failure or inability of any equipment or any computer programme, whether or not you own it, to recognise or to interpret correctly or process any date as its true calendar date, or to continue to function correctly beyond that date.

5. Your pursuit of winter sports unless Section 18 – Winter Sports is shown as operative in your Schedule, in which case cover will apply to:

a) the winter sports shown under hazardous activities. b) any other winter sports shown as covered in your schedule.6. Your participation in or practice of any other sport or activity unless: a) shown as covered under hazardous activities. b) shown as covered in your schedule.7. You motorcycling: • as a rider or passenger on a machine over 125cc; or • as a rider or passenger on a machine 125cc or under unless you wear a crash helmet

and, as a rider, you have held a motorcycle licence for at least 3 years and are conviction free.

8. Any pre-existing medical condition and associated condition unless you are fit to undertake the trip.

9. Your use of a motorised vehicle unless a full United Kingdom driving licence is held permitting the use of such vehicles in the United Kingdom.

10. Your wilful, self-inflicted injury or illness, suicide or attempted suicide, solvent abuse, the use of drugs (other than drugs taken in accordance with treatment prescribed and directed by a medical practitioner but not for the treatment of drug addiction) or self-exposure to needless peril (except in an attempt to save human life).

11. Any form of alcohol abuse including alcohol withdrawal or you drinking too much alcohol where it is reasonably foreseeable that such consumption could result in a serious impairment of your faculties and/or judgement resulting in a claim. We do not expect you to avoid alcohol on your trip but we will not cover any claim arising because you have drunk so much alcohol that your judgement is seriously affected and you need to make a claim as a result.

12. Your own unlawful action or any criminal proceedings against you.13. Losses that are not directly associated with the incident that caused the claim for

example, loss of earnings due to being unable to return to work following injury or illness happening while on a trip or the cost of replacing locks in the event that keys are lost while on a trip.

14. Operational duties of a member of the Armed Forces.15. Your travel to a country or specific area or event to which the Travel Advice Unit of the

Foreign and Commonwealth Office has advised the public not to travel.16. Any liability arising from any goods, services advice, or arrangements supplied by us or

any of our agents.

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GENERAL EXCLUSIONS CONTINUED

17. Claims where there is another insurance policy covering the same risk.18. Costs recoverable elsewhere.19. Any trip that had already begun when you purchased this insurance will not be covered.20. Claims arising from the unauthorised use of a swimming pool outside the specified times of

opening.21. You climbing on top of, or jumping from a vehicle or jumping from a building or balcony,

or climbing or moving from any external part of any building to another (apart from stairs) regardless of the height, unless your life is in danger or you are attempting to save human life.

22. You not wearing a helmet whilst on a motorcycle (this includes mopeds and motorised scooters).

23. You not wearing a seatbelt when travelling in a motor vehicle, where a seatbelt is available.

These exclusions apply to Section 1 – Cancellation, Section 3 - Curtailment, Section 7 – Emergency medical and other expenses, Section 8 - Hospital benefit and Section 10 - Personal accident.

We will not pay any directly related claims if at any time you:

a. travel against the advice of a medical practitioner or where you would have been advised against travel if you had sought their advice before beginning your trip;

b. incur costs for medical treatment or consultation at any medical facility during your trip that you knew would be required before travelling;

c. are travelling specifically for the purpose of obtaining and / or receiving any elective surgery, procedure or hospital treatment;

d. are not taking the recommended treatment or prescribed medication for a medical condition as directed by a medical practitioner;

e. travel against health requirements stipulated by the carrier, their handling agents or any other public transport provider.

PRE TRAVEL ADVICEFor advice about visas and vaccinations you may need for your trip or for general information such as the safety of drinking water, tipping, opening hours of banks and shops at your destination and reciprocal health arrangements, contact our 24 hour pre-travel advice line on 0203 823 1247.

RECIPROCAL HEALTH AGREEMENTSEU, EEA or SwitzerlandIf you are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland, you are strongly advised to obtain a European Health Insurance Card (EHIC). You can apply for an EHIC either online at www.ehic.org.uk or by telephoning 0300 330 1350. This will entitle you to benefit from the reciprocal health care arrangements which exist between countries within the EU/EEA or Switzerland.

In the event of liability being accepted for a medical expense which has been reduced by the use of either a EHIC or private health insurance, we will not apply the deduction of a policy excess under Section 7 – Emergency Medical and Other Expenses.

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SCHEDULE OF BENEFITS

Section Limit Excess*

1 Cancellation £3,000 £50

2 Missed Departure/Connections £1,000 Nil

3 Curtailment/Loss of Holiday £3,000 £50

4 Substitute Accommodation £3,000 £50

5 Enforced Stay £1,500 £50

6 Replacement Travel £1,500 Nil

7 Emergency Medical and Other Expenses £10,000,000 £50

8 Hospital Benefit £1,000 Nil

9 Home Help or Nanny Cover £300 Nil

10 Personal Accident £25,000 Nil

11 Delayed Baggage £150 Nil

12 Baggage £1,500 £50

Single article limit £300 £50

Valuables £350 £50

13 Personal Money £300 £50

14 Loss of Passport or Driving Licence £250 Nil

15 Hijack and Mugging £500 Nil

Recuperation holiday £1,500 £50

16 Personal Liability £2,000,000 Nil

17 Legal Expenses £25,000 Nil

18 Winter Sports (optional)

Ski equipment £1,000 £50

Hire of ski equipment £500 Nil

Ski pack £150 Nil

Piste closure £250 Nil

Avalanche delay £500 Nil

* Excess applies for each incident for each insured person under each section being claimed under.

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SECTION 1 CANCELLATION

What is coveredWe will pay you up to the amount shown in the Schedule of Benefits for your share of any irrecoverable unused travel and accommodation costs (including excursions) and other pre-paid charges which you have paid or are contracted to pay together with any reasonable additional travel expenses incurred if the cancellation of the trip is necessary and unavoidable as a result of any of the following events occurring:

1. The death, bodily injury or illness of: a) you b) any person with whom you are travelling or have arranged to travel with c) any person with whom you have arranged to reside temporarily d) your close relative e) a close business associate.2. Compulsory quarantine, jury service attendance or being called as a witness (except as an

expert witness) at a Court of Law of you or any person with whom you are travelling or have arranged to travel with.

3. Redundancy (provided employment has been on a continuous basis with the same employer for at least 24 months, you qualify for payment under current UK redundancy payment legislation, and at the time of booking the trip or purchasing this policy, whichever is the later, there was no reason to believe anyone would be made redundant) of you or any person who are travelling or have arranged to travel with.

4. The Police requesting you to remain at or return to your home due to serious damage to your home caused by fire, aircraft, explosion, storm, flood, subsidence, malicious persons or theft.

5. If departure of the public transport on which you are booked to travel is delayed at the final departure point from the United Kingdom for at least 12 hours from the scheduled time of departure due to:

a) strike b) industrial action c) adverse weather conditions d) mechanical breakdown of or a technical fault occurring in the public transport on which

you are booked to travel.6. The Travel Advice Unit of the Foreign & Commonwealth Office (FCO) or the World Health

Organisation (WHO) or similar body issuing a directive prohibiting all travel or all but essential travel to or recommending evacuation from the country or specific area or event to which you were travelling providing such directive came into force after you purchased this insurance or booked the trip (whichever is the later).

7. The insolvency of your scheduled transport provider.8. The insolvency of the providers or booking agents of your accommodation.9. Fire, flood, earthquake, explosion, hurricane, tsunami, landslide, avalanche, volcanic

eruption or storm making your accommodation uninhabitable. 10. An outbreak of food poisoning or an infectious disease at your accommodation resulting in

its closure during your trip.11. Strike leading to the cancellation of your international transport from the United Kingdom.12. A port that you were due to travel from or through being closed for 24 hours from the date

and time of your scheduled departure as shown on your ticket/itinerary.13. You become pregnant after taking out this insurance or booking your trip (whichever is the

later) and you will be more than 28 weeks pregnant at the start of or during your trip or your doctor advises that you are not fit to travel due to complications in your pregnancy.

You may claim only under Section 1 – Cancellation or Section 3 - Curtailment for the same event, not both.

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Special Conditions relating to claims1. If you fail to notify the travel agent, tour operator or provider of transport/accommodation

immediately upon finding it necessary to cancel the trip, our liability shall be restricted to the cancellation charges that would have applied had failure not occurred.

2. If you cancel the trip due to bodily injury or illness you must provide a medical certificate from a medical practitioner stating that this necessarily and reasonably prevented you from travelling.

3. In respect of 5. above you must: a) check in according to the itinerary supplied to you. b) obtain confirmation from the scheduled transport provider (or their handling agents) in

writing of the number of hours of delay and the reason for the delay. c) comply with the terms of contract of the travel agent, tour operator or provider of

transport.4. You must get (at your own expense) written confirmation from the transport provider (or

their handling agent) of the cancellation, number of hours of delay and the reason for these together with details of any alternative transport offered.

5. You must comply with the terms of contract of the transport provider and seek financial compensation, assistance or a refund of your ticket from them in accordance with such terms.

What is not covered1. The excess of each and every claim per incident for each insured person.2. Any claims arising directly or indirectly from: a) redundancy caused by or resulting from misconduct leading to dismissal or from

resignation or voluntary redundancy or where a warning or notification of redundancy was given prior to the date this insurance is purchased by you or the time of booking any trip (whichever is the later).

b) circumstances known to you prior to the date this insurance is purchased by you or the time of booking any trip (whichever is the later) which could reasonably have been expected to give rise to cancellation of the trip.

3. Travel tickets paid for using promotional vouchers, any airline mileage reward scheme, for example Air Miles or Avios points, or other similar reward schemes.

4. Accommodation costs paid for using any Timeshare, Holiday Property Bond or other holiday points scheme.

5. Your pregnancy or childbirth where pregnancy has exceeded 28 weeks.6. Claims arising directly or indirectly from: a) strike or industrial action or air traffic control delay existing or publicly declared by the

date this insurance is purchased by you. b) withdrawal from service (temporary or otherwise) of an aircraft or sea vessel on the

recommendation of the Civil Aviation Authority or a Port Authority or any similar body in any country.

7. Any costs incurred by you which are recoverable from the transport operator or for which you receive or are expected to receive compensation, damages, refund of tickets, meals, refreshments, accommodation, transfers, communication facilities or other assistance.

8. Any costs incurred by you which are recoverable from the company providing the accommodation or for which you receive or are expected to receive compensation or reimbursement.

9. Any accommodation costs, charges and expenses where the transport operator has offered reasonable alternative travel arrangements.

10. Any costs which you would have expected to pay during your trip.11. The financial failure of a) any scheduled transport provider which is insolvent at the date this insurance is

SECTION 1 CONTINUED

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purchased by you or at the time of booking any trip (whichever is the later) b) any scheduled transport provider which is bonded or insured elsewhere (even if the bond

is insufficient to meet the claims) c) any travel agent, tour organiser, booking agent or consolidator with whom you have

booked your scheduled transport.12. Costs which you can recover from elsewhere, for example, payments recoverable from your

credit or debit card issuer.13. Any claim arising directly or indirectly from denied boarding due to your drug use, alcohol

or solvent abuse or your inability to provide a valid passport or other documentation required by the scheduled transport provider or their handling agent.

14. Any claim if at the time of taking out this policy or booking a trip, whichever was the later, the person with whom you are travelling or have arranged to travel, a person with whom you have arranged to reside with temporarily, a close relative or close business associate had a medical condition for which he or she:

a) was receiving treatment at hospital (other than where they go to hospital for check-ups for a stable condition, at regular intervals which have been arranged beforehand)

b) was waiting for a hospital consultation, investigations or treatment (other than where they go to hospital for check-ups for a stable condition, at regular intervals which have been arranged beforehand)

c) had been given a terminal prognosis, or been told that their condition is likely to get worse in the next 12 months.

15. Any loss where the treatment for which you have been on a waiting list or where you were aware of the need for treatment, at the time of purchasing this insurance or booking your trip whichever was the later, results in you making a claim. For example, where the date of your treatment results in the cancellation of your trip.

16. Anything mentioned in the General Exclusions.

You should also refer to the Important Conditions Relating to Health section.

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SECTION 2 MISSED DEPARTURE/CONNECTIONS

If you are a resident of Northern Ireland, cover under this section is extended to include international departures from ports/airports within the Republic of Ireland.

What is coveredWe will pay you up to the amount shown in your Policy Schedule for reasonable additional accommodation (room only) and travel expenses necessarily incurred in:

• reaching your destination; or• reaching your next destination if you are on a multi-centre holiday as shown in your

itinerary; or• returning to your home in the United Kingdom

if you fail to arrive at the departure point in time to board the public transport on which you are booked to travel on the initial or any connecting journey of the trip as a result of:

a) public transport services failing to get you there in time due to strike, industrial action, adverse weather conditions or mechanical breakdown

b) an accident to or breakdown of the vehicle in which you are travelling.c) a delay involving your own vehicle because of unexpected and unforeseen heavy traffic or

road closures that were sufficiently severe to warrant reporting on a recognised motoring association web site, Highways Agency website, on television, news bulletins or in the press.

d) you being involuntarily denied boarding (because there are too many passengers for the seats available).

If your trip is for a duration of:

• 4 days or less; or • 5 days or more, where no on-going public transport is available for 36 hours or more

we will consider a claim to curtail your trip if you miss your departure due to one of a), b), c) or d) above, if your preference is to abandon your trip and not continue to your destination.

Special Conditions relating to claims1. In the event of a claim arising from any delay occurring following an accident to or

breakdown of the vehicle in which you are travelling you must obtain written confirmation from the carrier, police or relevant transport authority confirming the delay and stating its cause.

2. In the event that the vehicle in which you are travelling is delayed by heavy traffic or road closures you must obtain confirmation that the delays were sufficiently severe to warrant reporting on a recognised motoring association web site, Highways Agency website on television, news bulletins or in the press.

3. You must allow sufficient time for the journey to your departure point and also include enough time to complete the boarding process at your point of departure.

What is not covered1. The excess of each and every claim per incident for each insured person.2. Claims arising from: a) strike or industrial action existing or declared publicly by the date this insurance is

purchased by you. b) an accident to or breakdown of the vehicle in which you are travelling for which a

professional repairer’s report is not provided.

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c) breakdown of any vehicle in which you are travelling if the vehicle is owned by you and has not been serviced properly and maintained in accordance with the manufacturer’s instructions.

d) withdrawal from service (temporary or otherwise) of an aircraft or sea vessel on the recommendation of the Civil Aviation Authority or a Port Authority or any similar body in any country.

e) Your failure to allow sufficient time to reach your destination and comply with the recommended times for check-in/security clearance.

3. Additional expenses where the public transport operator has offered reasonable alternative travel arrangements.

4. Any costs incurred by you which are recoverable from the transport operator or for which you receive or are expected to receive compensation, damages, refund of tickets, meals, refreshments, accommodation, transfers, communication facilities or other assistance.


6. Any costs which you would have expected to pay during your trip.7. Any claims arising from circumstances known to you prior to the date this insurance is

purchased by you or the time of booking any trip (whichever is the later) which could reasonably have been expected to give rise to cancellation or cutting short the trip.

8. Scheduled flights not booked in the United Kingdom.9. Costs which you can recover from elsewhere. For example, payments recoverable from

your credit or debit card issuer.10. Any claim arising from denied boarding due to your drug use, alcohol or solvent abuse or

your inability to provide a valid passport or other documentation required by the transport provider or their handling agent.

11. Any claim arising from denied boarding due to you holding a standby or concessionary fare ticket that allows the transport provider or their handling agent to withdraw your rights to a seat without penalty.

12. Any claim where you had not allowed sufficient time for the journey to your departure point and allowed enough time to complete the boarding process at your point of departure.


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SECTION 3 CURTAILMENT/LOSS OF HOLIDAY

What is coveredWe will pay you up to the amount shown in the Schedule of Benefits for the pro rata cost of any irrecoverable unused travel and accommodation costs (including excursions) and other pre-paid charges which you have paid or are contracted to pay together with any reasonable additional travel expenses incurred if the trip is curtailed before completion as a result of any of the following events occurring:

1. The death, bodily injury or illness of: a) you b) any person with whom you are travelling or have arranged to travel with c) any person with whom you have arranged to reside temporarily d) your close relative e) a close business associate.2. Compulsory quarantine, jury service attendance or being called as a witness (except as an

expert witness) at a Court of Law of you or any person with whom you are travelling or have arranged to travel with.

3. The Police requesting you to return to your home due to serious damage to your home caused by fire, aircraft, explosion, storm, flood, subsidence, malicious persons or theft.

4. The Travel Advice Unit of the Foreign & Commonwealth Office (FCO) or the World Health Organisation (WHO) or similar body issuing a directive prohibiting all travel or all but essential travel to or recommending evacuation from the country or specific area or event to which you were travelling providing such directive came into force after you had left the United Kingdom to commence the trip.

5. The insolvency of the providers or booking agents of your accommodation.6. Fire, flood, earthquake, explosion, hurricane, tsunami, landslide, avalanche, volcanic

eruption or storm making your accommodation uninhabitable.7. An outbreak of food poisoning or an infectious disease at your accommodation resulting in

its closure during your trip.

This cover extends to include the loss of holiday, where applicable, for a period in excess of 24 hours.

You may only claim under Section 1 - Cancellation or Section 3 - Curtailment/Loss of Holiday for the same event but not both.

Special Conditions relating to claims1. You must obtain a medical certificate from the medical practitioner in attendance and prior

approval of the Assistance Helpline to confirm the necessity to either: a) return home prior to curtailment of the trip due to death, bodily injury or illness, or b) remain in hospital for the rest of the trip due to bodily injury or illness.2. You must obtain a medical certificate from the medical practitioner in attendance

confirming their order for you to remain confined to a hospital, hotel room or cabin, if applicable.

3. You must contact the Assistance Helpline for assistance if you need to curtail your trip for an insured reason.

4. If you fail to notify the travel agent, tour operator, or provider of transport or accommodation as soon as you find out it is necessary to curtail the trip the amount we will pay will be limited to the charges that would have applied otherwise.

5. You must obtain written confirmation from the company providing the service or the local Police that you could not use your accommodation and the reason for this.

6. If you are curtailing your trip (which includes loss of holiday) payments will be calculated on a pro-rata basis taking into consideration all irrecoverable travel, accommodation and excursion expenses. If you are unable to revalidate your return ticket we will pay for your repatriation costs up to the same class of travel as on your outward journey.

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What is not covered1. The excess of each and every claim per incident for each insured person.2. The cost of Air Passenger Duty or other airport departure taxes. 3. Any claims arising directly or indirectly from circumstances known to you prior to the date

this insurance is purchased by you or the time of booking any trip (whichever is the later) which could reasonably have been expected to give rise to curtailment of the trip.

4. Travel tickets paid for using any airline mileage reward scheme, for example Air Miles or Avios points or other similar reward schemes.

5. Accommodation costs paid for using any Timeshare, Holiday Property Bond or other holiday points scheme.

6. Your pregnancy or childbirth where pregnancy has exceeded 28 weeks.7. In respect of curtailment expenses incurred as a result of a tropical disease where you had

not had the recommended inoculations and/or taken the recommended medication.8. Any costs incurred by you which are recoverable from the company providing the

accommodation or for which you receive or are expected to receive compensation or reimbursement.

9. Scheduled transport not booked in the United Kingdom. 10. Costs which you can recover from elsewhere, for example, payments recoverable from your

credit or debit card issuer.11. Any claim if at the time of taking out this policy or booking a trip, whichever was the later,

the person with whom you are travelling or have arranged to travel, a person with whom you have arranged to reside with temporarily, a close relative or close business associate had a medical condition for which he or she:

a) was receiving treatment at hospital (other than where they go to hospital for check-ups for a stable condition, at regular intervals which have been arranged beforehand)

b) was waiting for a hospital consultation, investigations or treatment (other than where they go to hospital for check-ups for a stable condition, at regular intervals which have been arranged beforehand)

c) had been given a terminal prognosis, or been told that their condition is likely to get worse in the next 12 months.13. Any loss where the treatment for which you have been on a waiting list or where you were aware of the need for treatment, at the time of purchasing this insurance or booking your trip whichever was the later, results in you making a claim. For example, where the date of your treatment results in the cancellation of your trip.

12. Any loss where the treatment for which you have been on a waiting list or where you were aware of the need for treatment, at the time of purchasing this insurance or booking your trip whichever was the later, results in you making a claim. For example, where the date of your treatment results in the curtailment of your trip.

13. Any claim for loss of holiday not supported by a medical certificate from your treating medical practitioner confirming the number of days that you were confined to your to a hospital, hotel room or cabin.



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SECTION 4 SUBSTITUTE ACCOMMODATION

What is coveredWe will pay you for reasonable additional accommodation and transport costs incurred, up to the standard of your original booking up to the amount shown in the Schedule of Benefits if you need to move to alternative accommodation on arrival or at any other time during the trip because you cannot use your booked accommodation as a result of the following events:

1. Insolvency of the providers of your accommodation.2. Fire, flood, earthquake, explosion, hurricane, tsunami, landslide, avalanche, volcanic

eruption or storm making your accommodation uninhabitable.3. An outbreak of food poisoning or an infectious disease.

Special Conditions relating to claims1. You must obtain written confirmation from the company providing the service or the local

Police that you could not use your accommodation and the reason for this.

What is not covered1. The excess of each and every claim per incident for each insured person.2. Any costs or charges also covered under any other section of this policy.3. Any costs incurred by you which are recoverable from the transport operator or for which

you receive or are expected to receive compensation, damages, refund of tickets, meals, refreshments, accommodation, transfers, communication facilities or other assistance.



6. Any costs which you would have expected to pay during your trip.7. Any claims arising directly or indirectly from circumstances known to you prior to the date

this insurance is purchased by you or the time of booking any trip (whichever is the later) which could reasonably have been expected to give rise to cancellation or cutting short the trip.

8. Claims arising directly or indirectly from strike or industrial action existing or declared publicly by the date this insurance is purchased by you.

9. Any claim for additional travel and accommodation costs which are of a higher standard than that of your originally pre-booked travel and accommodation.


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SECTION 5 ENFORCED STAY

What is coveredWe will pay you

1. up to £100 for every complete 24 hour period that you are unable to reach your destination/return to your pre-booked accommodation/return home, up to the amount shown in the Schedule of Benefits or

2. up to £1,000 for any necessary and reasonable additional travel expenses where after a period of 24 hours or more, you unavoidably have to make immediate alternative arrangements to reach your destination/return to your pre-booked accommodation/return home and your travel provider cannot provide alternative travel arrangements

if you are unable to:

1. Reach your pre-booked accommodation at your intended destination or2. Return to your pre-booked accommodation whilst on a pre-booked excursion during your

trip or3. Return home to the United Kingdom on your scheduled return date due to a) the airspace being closed or b) the airport or port that you are scheduled to travel from or through is closed (and you

purchased your ticket before it was announced the airport/port was closed) or c) the Channel Tunnel is closed (and you purchased your ticket before it was announced

the tunnel was closed) or d) you being involuntarily denied boarding (because there are too many passengers for the

seats available) or e) your flight being diverted or re-directed after take-off or f) the failure of public transport services.

We will also pay up to £200 for emergency replenishment of prescription medication that you require to prevent a deterioration or exacerbation of a pre-existing medical condition, in the event that your existing supplies run out after the date that you were scheduled to return home.

Special Conditions relating to claims1. You must get (at your own expense) written confirmation from the transport provider

(or their handling agent) of the cancellation, number of hours of delay or being denied boarding and the reason for these together with details of any alternative transport offered.

2. You must comply with the terms of contract of the transport provider and seek financial compensation, assistance or a refund of your ticket from them in accordance with such terms and/or (where applicable) your rights under EU Air Passenger Rights legislation in the event of denied boarding, cancellation or long delay of flights.

What is not covered1. The excess of each and every claim per incident for each insured person.2. Any costs or charges also covered under any other section of this policy.3. In respect to part (b) only, the refunded amount of any unused return travel costs

recoverable from your originally booked travel provider or any other source.4. The cost of prescription medicine where you have not taken sufficient supplies with you to

last the period of your trip.5. Any costs incurred by you which are recoverable from the transport operator or for which

you receive or are expected to receive compensation, damages, refund of tickets, meals, refreshments, accommodation, transfers, communication facilities or other assistance.


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8. Any costs which you would have expected to pay during your trip.9. Claims arising directly or indirectly from strike or industrial action existing or declared

publicly by the date this insurance is purchased by you.10. Any claims arising directly or indirectly from circumstances known to you prior to the date

this insurance is purchased by you or the time of booking any trip (whichever is the later).11. Any claim arising directly or indirectly from denied boarding due to your drug use, alcohol

or solvent abuse or your inability to provide a valid passport or other documentation required by the transport provider or their handling agent.

12. Any claim arising directly or indirectly from denied boarding due to you holding a standby or concessionary fare ticket that allows the transport provider or their handling agent to withdraw your rights to a seat without penalty.

13. Claims arising directly or indirectly from an aircraft or sea vessel being withdrawn from service (temporary or otherwise) on the recommendation of the Civil Aviation Authority, Port Authority or any similar body in any country.


SECTION 5 CONTINUED

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SECTION 6 REPLACEMENT TRAVEL

What is coveredWe will pay up to the amount shown in the Schedule of Benefits for each insured person for1. Irrecoverable travel costs paid in advance in the event of insolvency of your scheduled

transport provider prior to departure or2. In the event of insolvency of your scheduled transport provider after departure: a) additional pro rata costs incurred by you in replacing that part of the travel arrangements

to a similar standard to that originally booked or b) the cost of return travel to the United Kingdom to a similar standard to that originally

booked, if abandonment of the trip is unavoidable.

What is not covered1. Scheduled transport not booked in the United Kingdom.2. Scheduled transport not booked through a bonded travel agent or direct with the

scheduled transport provider.3. The financial failure of: a) any scheduled transport provider which is insolvent at the date this insurance is

purchased by you or at the time of booking any trip (whichever is the later) b) any scheduled transport provider which is bonded or insured elsewhere (even if the bond

is insufficient to meet the claims) c) any travel agent, tour organiser, booking agent or consolidator with whom you have

booked your scheduled transport.4. Costs which you can recover from elsewhere. For example, payments recoverable from

your credit or debit card issuer.5. Any claims arising directly or indirectly from circumstances known to you prior to the date

this insurance is purchased by you or the time of booking any trip (whichever is the later).6. Any claim for additional travel and accommodation costs which are of a higher standard

than that of your originally pre-booked travel and accommodation.

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SECTION 7 EMERGENCY MEDICAL AND OTHER EXPENSES

This section provides insurance for emergency medical costs not covered under a reciprocal health agreement between the government of the United Kingdom and that of your country of loss including costs covered by the European Health Insurance Card (EHIC). This is not Private Medical Insurance.

What is coveredWe will pay you up to the amount shown in the Schedule of Benefits for the following expenses which are necessarily incurred as a result of you suffering bodily injury or illness:

1. Emergency medical, surgical, hospital, ambulance and nursing fees and charges incurred outside the United Kingdom.

2. Emergency dental treatment for the immediate relief of pain (to natural teeth only) up to a limit of £750 incurred outside the United Kingdom.

3. In the event of your death outside the United Kingdom the reasonable additional cost of funeral expenses abroad up to the amount shown in the Schedule of Benefits plus the reasonable cost of conveying your ashes to your home, or the additional costs of returning your body to your home.

4. Reasonable additional transport (economy class) or accommodation expenses incurred, up to the standard of your original booking.

This includes, with the prior authorisation of the Assistance Helpline, reasonable additional transport or accommodation expenses for a friend or close relative to remain with you or travel to you from the United Kingdom or escort you and additional travel expenses to return you to your home if you are unable to use the return return ticket. This is extended up to two people if the insured person is aged under 18 years of age.

5. With the prior authorisation of the Assistance Helpline, the additional costs incurred in the use of air transport or other suitable means, including qualified attendants, to repatriate you to your home if it is medically necessary. Repatriation expenses will be in respect only of the identical class of travel utilised on the outward journey unless the Assistance Helpline agree otherwise.

Special Conditions relating to claims1. You must give notice as soon as possible to the Assistance Helpline or us of any bodily

injury or illness which may lead to you incurring medical expenses over £500 or before any arrangements are made for your repatriation.

2. If you are injured or become ill during your trip, the Assistance Helpline may: a) move you from one hospital to anotherand /or b) arrange for you to return to the United Kingdom at any time.

They will do this if they and the treating doctor think that it is safe for you to be moved or returned to the United Kingdom. If you choose not to, our liability will end on the date it was deemed safe for you to be moved or returned to the United Kingdom.

What is not covered1. The excess (except where you have used your EHIC or a Reciprocal Health Agreement to

contribute towards the cost of treatment) of each and every claim per incident for each insured person.

2. Any claims arising directly or indirectly in respect of: a) costs of telephone calls, other than: i. calls to the Assistance Helpline notifying and dealing with the problem for which you

are able to provide receipts or other evidence to show the cost of the calls and the numbers you telephoned

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ii. any costs incurred by you when you receive calls on your mobile from Assistance Helpline for which you are able to provide receipts or other evidence to show the cost of the calls.

b) the cost of treatment or surgery, including exploratory tests, which are not directly related to the bodily injury or illness which necessitated your admittance into hospital.

c) any expenses which are not usual, reasonable or customary to treat your bodily injury or illness.

d) your pregnancy or childbirth where pregnancy has exceeded 28 weeks. e) any form of treatment or surgery which in the opinion of the medical practitioner in

attendance and the Assistance Helpline can be delayed reasonably until your return to the United Kingdom.

f) expenses incurred in obtaining or replacing medication, which at the time of departure is known to be required or to be continued outside the United Kingdom.

g) additional costs arising from single or private room accommodation. h) treatment or services provided by a health spa, convalescent or nursing home or any

rehabilitation centre unless agreed by the Assistance Helpline. i) any expenses incurred after you have returned to the United Kingdom. j) expenses incurred as a result of a tropical disease where you have not had the

recommended inoculations and/or taken the recommended medication. k) your decision not to be repatriated after the date when in the opinion of the

Assistance Helpline it is safe to do so. l) claims where you do not comply with the treatment agreed by the treating doctor

and the Assistance Helpline doctor. m) the cost of taxi fares, other than those for your travel to or from hospital relating to

your admission, discharge or attendance for outpatient treatment or appointments or for collection of medication prescribed for you by the hospital. However, any costs incurred by you to visit another person or by another person visiting you in hospital are not covered.

n) for any sums which can be recovered by you and which are covered under any National Insurance Scheme or Reciprocal Health Agreement.

3. Claims where you do not comply with the treatment agreed by the treating doctor and the Assistance Helpline doctor.



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SECTION 8 HOSPITAL BENEFIT

What is coveredWe will pay you £25 for every complete 24 hours you have to stay in hospital as an in-patient outside the United Kingdom up to the amount shown in the Schedule of Benefits as a result of bodily injury or illness you sustain.

We will pay the amount above in addition to any amount payable under Section 7 – Emergency Medical and Other Expenses.

Special Conditions relating to claimsYou must give notice as soon as possible to the Assistance Helpline or us of any bodily injury or illness which necessitates your admittance to hospital as an in-patient.

What is not covered1. Any claims arising directly or indirectly from: a) any additional period of hospitalisation relating to treatment or surgery, including

exploratory tests, which are not directly related to the bodily injury or illness which necessitated your admittance into hospital.

b) hospitalisation relating to any form of treatment or surgery which in the opinion of the medical practitioner in attendance and the Assistance Helpline can be delayed reasonably until your return to the United Kingdom.

c) any additional period of hospitalisation relating to treatment or services provided by a convalescent or nursing home or any rehabilitation centre.

d) hospitalisation as a result of a tropical disease where you have not had the recommended inoculations and/or taken the recommended medication.

e) any additional period of hospitalisation following your decision not to be repatriated after the date when in the opinion of the Assistance Helpline it is safe to do so.

2. Any claims not covered under Section 7 - Emergency Medical and Other Expenses.3. Anything mentioned in the General Exclusions.

SECTION 9 HOME HELP OR NANNY COVERWhat is coveredIf immediately following your repatriation to the United Kingdom you are admitted to hospital or are confined to your bed at home on the advice of your treating doctor we will pay up to the amount shown in the Schedule of Benefits towards the cost of home help or a registered nanny service.

Special conditions relating to claims

1. You must provide written confirmation from your treating doctor that it is medically necessary for you to have home help or a registered nanny service.

What is not covered1. Any claim: a) which does not directly relate to the accident or illness, that happened during your trip

and for which a claim has been accepted under Section 7 – Emergency Medical and Other Expenses

b) which the Assistance Helpline has not authorised c) where you needed home help or a registered nanny before you began your trip.2. Anything mentioned in the General Exclusions.

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SECTION 10 PERSONAL ACCIDENT

What is coveredIf during the trip you sustain a bodily injury and within 12 months you become disabled or die because of the injury, and the injury is the sole cause of death or permanent total disability, we will pay you or your dependants up to the amount shown in the Schedule of Benefits if you:

a) dieb) suffer loss of limb or loss of sight in one or both eyesc) suffer permanent total disability from all gainful employment.

We will only pay one of the above benefits for each insured person if it related to the same accident.

If an insured person is under 16 we will only pay £2,500 for benefit a), b) and c).

Special Conditions relating to claimsOur medical practitioner may examine you as often as they deem necessary in the event of a claim.

ProvisionsBenefit is not payable to you:i) under more than one of items a), b) or c).ii) under item c) until one year after the date you sustained your bodily injury.iii) under item c) if you are able or may be able to carry out any gainful employment or gainful

occupation.

What is not covered1. Anything mentioned in the General Exclusions.

SECTION 11 DELAYED BAGGAGEWhat is coveredWe will pay up to the amount shown in the Schedule of Benefits for each insured person for the cost of buying essential items if your baggage has been delayed or misplaced by the carrier for more than 12 hours during the outward part of your trip.

If we pay your claim under this section we will deduct the amount from the final settlement of any claim you make under Section 12 - Baggage, if the baggage is found to be permanently lost.

Special Conditions relating to claims1. If your baggage is delayed whilst in the care of your carrier you must report to them, in

writing, details of the loss whilst in their care. In the case of an airline, you must: a) obtain a Property Irregularity Report from the airline. b) give formal written notice of the claim to the airline within the time limit contained in

their conditions of carriage (please retain a copy). c) retain all travel tickets and tags for submission if a claim is to be made under this policy.

2. You must keep detailed receipts for all essential replacement items purchased.


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SECTION 12 BAGGAGE

What is coveredWe will pay you up to the amounts shown in the Schedule of Benefits for the accidental loss of, theft of or damage to your baggage.

The amount payable will be the value at today’s prices less a deduction for wear, tear and depreciation or we may at our discretion replace, reinstate or repair the lost or damaged baggage.

The maximum we will pay for:1. Any one article, pair or set of articles2. The total for all valuables is the amount shown in the Schedule of Benefits.

In respect of prescription spectacles the limit is £300 and for the cost of replacement keys (house and/or car only) the limit is £250.

Special Conditions relating to claims1. You must report to the local Police within 24 hours of discovery or as soon as possible after

that and obtain a written report of the loss, theft or attempted theft of all baggage.2. If baggage is lost, stolen or damaged while in the care of a carrier, transport company,

authority or hotel you must report to them, in writing, details of the loss, theft or damage and obtain written confirmation. If baggage is lost, stolen or damaged whilst in the care of an airline you must:

a) obtain a Property Irregularity Report from the airline. b) give formal written notice of the claim to the airline within the time limit contained in

their conditions of carriage (please retain a copy). c) retain all travel tickets and tags for submission if a claim is to be made under this policy.3. Receipts for items lost, stolen or damaged must be retained as these will help you to

substantiate your claim.

What is not covered1. The excess of each and every claim per incident for each insured person.2. Loss, theft of or damage to valuables left unattended at any time (including in a vehicle or

in the custody of carriers) unless deposited in a hotel safe, deposit box or left in your locked personal, private accommodation.

3. Loss, theft of or damage to baggage (but not valuables as exclusion 2. above applies) contained in an unattended vehicle:

a) overnight between 9 p.m. and 9 a.m. (local time) or b) at any time between 9 a.m. and 9 p.m. (local time) unless it is in the glove compartment

or the locked boot which is separate from the passenger compartment for those vehicles

with a boot, or for those vehicles without a separate boot locked in the vehicle and covered from view.

4. Loss, theft of or damage to baggage (but not valuables as exclusion 2 above applies) left unattended in a place to which the general public has access (e.g. on a beach/around a swimming pool/in a luggage storage room) or left in the custody of anyone other than an

insured person or your travelling companion.5. Loss or damage due to delay, confiscation or detention by customs or other authority.6. Loss, theft of or damage to unset precious stones, contact or corneal lenses, hearing aids,

dental or medical fittings, antiques, musical instruments, deeds, manuscripts, securities, perishable goods, bicycles, and damage to suitcases (unless the suitcases are entirely unusable as a result of one single incidence of damage).

7. Loss or damage due to cracking, scratching, breakage of or damage to china, glass (other than glass in watch faces, cameras, binoculars or telescopes), porcelain or other brittle or

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fragile articles unless caused by fire, theft, or accident to the aircraft, sea vessel, train or vehicle in which they are being carried.

8. Loss or damage due to breakage of sports equipment or damage to sports clothing whilst in use.

9. Loss, theft of or damage to business goods, samples, tools of trade, motor accessories and other items used in connection with your business, trade, profession or occupation.

10. Loss or damage caused by wear and tear, depreciation, deterioration, atmospheric or climatic conditions, moth, vermin, any process of cleaning, repairing, or restoring, mechanical or electrical breakdown.


SECTION 13 PERSONAL MONEY

What is coveredWe will pay you up to the amount shown in the Schedule of Benefits for the accidental loss of, theft of or damage to your personal money. In respect of foreign currency, cover is also operative during the 72 hours immediately preceding your departure on the outward journey.

The maximum we will pay if you are under the age of 16 for bank notes, currency notes and coins is £50.

Special Conditions relating to claims1. You must report to the local Police within 24 hours of discovery or as soon as possible

after that and obtain a written report of the loss, theft or attempted theft of your personal money.

2. Receipts for items lost, stolen or damaged must be retained as these will help you to substantiate your claim.

What is not covered1. The excess of each and every claim per incident for each insured person.2. Loss, theft of or damage to personal money left unattended at any time (including in a

vehicle or in the custody of carriers) unless deposited in a hotel safe, safety deposit box or left in your locked personal, private accommodation.

3. Loss or damage due to delay, confiscation or detention by customs or other authority.4. Loss or damage due to depreciation in value, variations in exchange rates or shortages due

to error or omission.5. Anything mentioned in the General Exclusions.

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SECTION 14 LOSS OF PASSPORT OR DRIVING LICENCE

What is coveredWe will pay you up to the amount shown in the Schedule of Benefits following the accidental loss of, theft of or damage to your passport (including visas) or driving licence for:

1. Reasonable additional travel and accommodation expenses necessarily incurred abroad to obtain a replacement of your lost or stolen passport or visa or driving licence.

2. A temporary travel permit whilst you are on your trip.3. A replacement passport or driving licence when you are back in the United Kingdom.

Contact us on +44 (0) 203 823 1425 and we will advise you how to replace lost or stolen passports.

We will also help you complete your replacement passport forms and arrange for them to be sent to the local British Embassy Consulate. You will then be advised what time you need to be there to present your signed forms and relevant documentation in order for you to pick up your replacement passport. If you are continuing with your travel outside of the UK, we can help arrange for your visas and replacement passport to allow you to continue with your holiday.







Contact us on +44 (0) 203 823 1425 and we will advise you how to replace lost or stolen passports.

We will also help you complete your replacement passport forms and arrange for them to be sent to the local British Embassy Consulate. You will then be advised what time you need to be there to present your signed forms and relevant documentation in order for you to pick up your replacement passport. If you are continuing with your travel outside of the UK, we can help arrange for your visas and replacement passport to allow you to continue with your holiday.


that and obtain a written report of the loss, theft or attempted theft of your passport or driving licence.

2. If your passport, visa or driving licence are lost, stolen or damaged while in the care of a hotel you must report to them, in writing, details of the loss, theft or damage and obtain written confirmation.

3. Receipts for items lost, stolen or damaged must be retained as these will help you to substantiate your claim.

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What is not covered1. Loss, theft of or damage to your passport, visa or driving licence left unattended at any time

(including in a vehicle or in the custody of carriers) unless deposited in a hotel safe, safety deposit box or left in your locked personal, private accommodation.

2. Loss or damage due to delay, confiscation or detention by customs or other authority.3. Anything mentioned in the General Exclusions.

SECTION 15 HIJACK AND MUGGINGWhat is coveredA. HIJACK AND MUGGING BENEFITWe will pay a benefit of £50 per full 24 hours up to the amount shown on the Schedule of Benefits if:

1. You cannot reach your destination or you cannot reach the UK on the return leg of your trip as a result of the transport on which you are travelling being hijacked or

2. You are admitted to hospital as an in-patient following a mugging.

B. RECUPERATIVE HOLIDAYWe will pay up to the amount shown in the Schedule of Benefits where you have a valid claim under part A for the travel and accommodation cost of another holiday to recuperate from your hijack or mugging within 3 months of your return to the United Kingdom from your trip.

Special Condition relating to claimsIn respect of hijack, you must produce independent evidence confirming the length of the hijack.

What is not covered1. In respect of the cover outlined in part B. ‘What is covered’, the excess of each and every

claim per incident for each insured person.2. Any claim where you or your business connections have engaged in activities that could be

expected to increase the risk of hijack.3. You must report to the local Police within 24 hours or as soon as possible after that and obtain

written confirmation of your injuries and period of in-patient treatment from the hospital.4. Anything mentioned in the General Exclusions.

SECTION 16 PERSONAL LIABILITY What is coveredWe will pay up to the amount shown in the Schedule of Benefits (inclusive of legal costs and expenses) against any amount you become legally liable to pay as compensation for any claim or series of claims arising from any one event or source of original cause in respect of accidental:

1. bodily injury, death, illness or disease to any person who is not in your employment or who is not a close relative or member of your household.

2. loss of or damage to property that does not belong to and is neither in the charge of or under the control of you, a close relative, anyone in your employment or any member of your household other than any temporary holiday accommodation occupied (but not owned) by you.

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Special Conditions relating to claims1. You must give us written notice as soon as possible of any incident, which may give rise to a

claim.2. You must forward every letter, writ, summons and process to us as soon as you receive it.3. You must not admit any liability or pay, offer to pay, promise to pay or negotiate any claim

without our written consent.4. We will be entitled if we so desire to take over and conduct in your name the defence of

any claims for indemnity or damages or otherwise against any third party. We shall have full discretion in the conduct of any negotiation or proceedings or in the settlement of any claim and you shall give us all necessary information and assistance which we may require.

5. In the event of your death, your representative(s) will have the protection of this cover provided that such representative(s) comply(ies) with the terms and conditions outlined in this policy.

What is not covered1. Compensation or legal costs arising directly or indirectly from: a) liability which has been assumed by you under agreement unless the liability would have

attached in the absence of such agreement. b) pursuit of any business, trade, profession or occupation or the supply of goods or services. c) ownership or use of aircraft, horse-drawn or mechanical/motorised vehicles, bicycles,

watercraft (other than rowing boats, punts or canoes), animals (other than horses, domestic dogs or cats), or firearms (other than guns being used for sport).

d) the transmission of any communicable disease or virus. e) ownership or occupation of land or buildings (other than occupation only of any

temporary holiday accommodation).2. Anything mentioned in the General Exclusions.

SECTION 17 LEGAL EXPENSES What is coveredWe will pay the legal expenses incurred by you or your representative, up to the amount shown in the Schedule of Benefits, in the pursuit of compensation and/or damages against a third party arising from or out of your personal injury or death as a direct result of an accident.

Special Conditions relating to claims1. Notification You must inform us by filling in a claim form within 90 days of the commencement of the

event giving rise to the claim. You must give us a full and truthful account of the details of your claim.

Until you have told us about the claim and we have given our agreement, we will not be responsible for any legal expenses.

2. Selection of Appointed Representative You are free to choose a representative (by sending us a suitably qualified person’s name

and address) if: a) we agree to start court proceedings and it becomes necessary for a lawyer to represent

your interests in those proceedings; or b) there is a conflict of interest. We will consider your choice of representative and will approve your choice if you can

satisfy us that your nominated representative has the appropriate skills and experience to handle your claim. If we cannot agree with your choice of representative we will explain why and you may choose another suitably qualified person. If we and you cannot reach agreement then Special Condition 3 will apply.

SECTION 16 CONTINUED

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3. Arbitration If there is a dispute between you and us about this section of the policy, it can be taken

to an independent arbitrator. The arbitrator will be a solicitor or barrister whom you and us agree to. If we cannot agree with you on an arbitrator, the President of the Law Society (or similar organisation) will choose the arbitrator. The side that loses the arbitration will pay the costs of the arbitration. If the decision is not totally in favour of one side, the arbitrator will decide who pays the costs. If you lose or are asked to pay a share of the costs, those costs will not be covered under this policy.

4. Co-operation We must be able to contact the appointed representative. You and the appointed

representative must co-operate with us and tell us about developments concerning your case. We must be able to have access to the appointed representative’s files if we request this.5. Settlement You must tell us if an offer is made to settle the legal proceedings. You must not

negotiate or agree to settle the dispute without having our agreement beforehand. If you do not accept a reasonable offer, we may not continue to support your claim.

6. Payment of Bills You must send us all bills for the appointed representative’s legal expenses as soon

as you receive them. You must confirm to us that any charges you have to pay are acceptable and that we may pay the bill for you.

7. Recovery You and your representative must take every step to recover legal expenses. If we pay

legal expenses up to the maximum for any one claim and you pay more legal expenses to end your case,

You and us will share any legal expenses that are recovered. You and us will each receive the same percentage as was paid.

8. Claims Evidence We will require the following evidence: • A doctor’s certificate in respect of accidental personal injury or death certificate in

respect of accidental death. • Any independent witness statements. • Any available supporting documentary evidence (including photographs if possible).

What is not coveredWe will not pay for:1. Legal expenses incurred prior to the granting of support by us.2. Any claim reported more than 90 days after the start of the event giving rise to such a claim.3. Any claim where, in our opinion, there is insufficient prospect of success in obtaining a

reasonable benefit.4. Damages or fines you have to pay.5. Claims arising from a trip solely within the United Kingdom.6. Any claim arising from your business or professional activities.7. Legal expenses incurred in relation to a dispute between you and us other than as

detailed under the Arbitration clause.8. Any legal expenses which are dependent upon the successful outcome of the case.9. Anything mentioned in the General Exclusions.

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Cover in respect of this section operates if the appropriate additional premium has been paid.

A. SKI EQUIPMENTWhat is coveredWe will pay you up to the amount shown in the Schedule of Benefits for the accidental loss of, theft of or damage to your own ski equipment, or up to £500 for hired ski equipment. The amount payable will be the value at today’s prices less a deduction for wear, tear and depreciation, (or we may at our discretion replace, reinstate or repair the lost or damaged ski equipment).

The maximum we will pay for any one article, pair or set of articles is £250.


that and obtain a written report of the loss, theft or attempted theft of all ski equipment.2. If ski equipment is lost, stolen or damaged while in the care of a carrier, transport company,

authority or hotel you must report to them, in writing, details of the loss, theft or damage and obtain written confirmation. If ski equipment is lost, stolen or damaged whilst in the care of an airline you must:


their conditions of carriage (please retain a copy). c) retain all travel tickets and tags for submission if a claim is to be made under this policy.3. Receipts for items lost, stolen or damaged must be retained as these will help you to


What is not covered1. The excess of each and every claim per incident for each insured person.2. Loss, theft of or damage to ski equipment contained in or stolen from an unattended

vehicle: a) overnight between 9 p.m. and 9 a.m. (local time) or b) at any time between 9 a.m. and 9 p.m. (local time) unless it is in the locked boot which

is separate from the passenger compartment for those vehicles with a boot, or for those vehicles without a separate boot locked in the vehicle and covered from view.

3. Loss or damage due to delay, confiscation or detention by customs or other authority.4. Loss or damage caused by wear and tear, depreciation, deterioration, atmospheric

or climatic conditions, moth, vermin, any process of cleaning, repairing or restoring, mechanical or electrical breakdown.

5. Damage to ski equipment where the damage occurred whilst the ski equipment was in use.6. Anything mentioned in the General Exclusions.

B. HIRE OF SKI EQUIPMENTWhat is coveredWe will pay you up to £50 per day, up to the amount shown in the Schedule of Benefits for the reasonable cost of hiring replacement ski equipment as a result of the accidental loss of, theft of or damage to or temporary loss in transit for more than 24 hours of your own ski equipment.

Special Conditions relating to claims1. You must report to the local Police within 24 hours of discovery or as soon as possible

after that and obtain a written report of the loss, theft or attempted theft of your own ski equipment.

2. If ski equipment is lost, stolen or damaged while in the care of a carrier, transport company, authority or hotel you must report to them, in writing, details of the loss, theft or damage

SECTION 18 WINTER SPORTS (ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)

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and obtain written confirmation. If ski equipment is lost, stolen or damaged whilst in the care of an airline you must:


their conditions of carriage (please retain a copy). c) retain all travel tickets and tags for submission if a claim is to be made under this policy.3. Receipts for items lost, stolen or damaged must be retained as these will help you


What is not covered1. Loss, theft of or damage to ski equipment contained in or stolen from an unattended vehicle: a) overnight between 9 p.m. and 9 a.m. (local time) or b) at any time between 9 a.m. and 9 p.m. (local time) unless it is in the locked boot which

is separate from the passenger compartment for those vehicles with a boot, or for those vehicles without a separate boot locked in the vehicle and covered from view.

2. Loss or damage due to delay, confiscation or detention by customs or other authority.3. Loss or damage caused by wear and tear, depreciation, deterioration, atmospheric

or climatic conditions, moth, vermin, any process of cleaning, repairing or restoring, mechanical or electrical breakdown.

4. Loss or damage to ski equipment where the damage occurred whilst the ski equipment was in use.


C. SKI PACKWhat is coveredWe will pay you up to the amount shown in the Schedule of Benefits for the unused portion of your ski pack (ski school fees, lift passes and hired ski equipment) following your bodily injury or illness or for the unused portion of your lift pass if lost.

Special Conditions relating to claimsYou must provide written confirmation from a medical practitioner that such bodily injury or illness prevented you from using your ski pack.


D. PISTE CLOSUREWhat is coveredWe will pay you up to £25 per day, up to the amount shown in the Schedule of Benefits for the cost of transport organised by the tour operator to an alternative site if lack of snow conditions or avalanche results in the closure of skiing facilities (excluding cross-country skiing) in your resort and it is not possible to ski.

The cover only applies to:1. The resort which you have pre-booked for a period exceeding 12 hours and for so long as

such conditions prevail at the resort, but not exceeding the pre-booked period of your trip and

2. Trips taken outside the United Kingdom during the published ski season for your resort. If no alternative sites are available we will pay you compensation of £25 per day up to the amount shown in the Schedule of Benefits.

Special Conditions relating to claims1. You must obtain written confirmation from the tour operator (or their representative) of the

number of days skiing facilities were closed in your resort and the reason for the closure.

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What is not covered1. Any circumstances where costs, compensation or alternative skiing facilities are provided to

you.2. Anything mentioned in the General Exclusions.

E. AVALANCHE DELAYWhat is coveredWe will pay up to the amount shown in the Schedule of Benefits for extra travel and accommodation if an avalanche or landslide delays your arrival at or departure from your booked resort.

Special Conditions relating to claims1. You must obtain written confirmation from the appropriate authority to confirm the period

of delay.2. You will also need to tell us the scheduled time of your arrival/departure and the actual time

of your arrival/departure.

What is not covered1. Any expenses you can claim under any other insurance or elsewhere.2. Anything mentioned in the General Exclusions.

SECTION 18 CONTINUED

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COMPLAINTS PROCEDURE

You have the right to expect the best possible service and support. If we have not delivered the service that you expected or you are concerned with the service provided, we would like the opportunity to put things right. If you feel we have fallen short of our standards, please let us know.

If your complaint relates to the sale of your policy, please contact:

Post: Customer Services P&O Ferries Channel House Channel View Road Dover Kent CT17 9TJ

Telephone: 0800 130 0030

Email: [email protected]

If your complaint relates to a claim, please contact:

Post: P&O Travel Insurance Customer Relations Department PO Box 500 1 Drake Circus Plymouth PL1 1QH

Telephone: 0330 100 7701

For your protection calls may be recorded and may be monitored.

E.mail: [email protected]

What to do if you are still not satisfied.If you are still not satisfied then you may be able to refer your complaint to the Financial Ombudsman Service. You must approach the Financial Ombudsman Service within six months of our final response to your complaint. We will remind you of the time limits in the final response.

Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9GE

Telephone 0800 0 234 567, free for people phoning from a “fixed line” (for example, a landline at home) or 0300 123 9 123, free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02


Website: www.financial-ombudsman.org.uk

We must accept the Ombudsman’s final decision, but you are not bound by it and may take further action if you wish.

Your rights as a customer to take legal action remain unaffected by the existence or use of our complaints procedure. However the Financial Ombudsman Service may not adjudicate on any cases where litigation has commenced.

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Other general insurancesCigna acts as the Lead Principal for P&O Ferries’ general insurance activities. For complaints, this means that where the complaint relates to, or could relate to, more than one of P&O Ferries’ general insurance activities, Cigna is responsible for handling the whole complaint. In addition, if it is not clear which of P&O Ferries’ general insurance activities is the subject of the complaint, Cigna will also be responsible for handling the complaint.

Alternatively - online sales onlyThe European Commission has set up an online platform where consumers in all EU countries can register a complaint. This can only be used for complaints about purchases made online.

The Online Dispute Resolution service (ODR) directs your enquiry to our Customer Relations Team who will handle it in the usual way. It will also let you know that the Financial Ombudsman Service (FOS) is the UK’s dispute resolution body for insurance.

Please note that this new EU service facilitates contact only. It doesn’t provide any other complaints service. You can find this platform at: http://ec.europa.eu/odr

Is CIGNA Europe Insurance Company S.A.-N.V. covered by the Financial Services Compensation Scheme (FSCS)?

CIGNA Europe Insurance Company S.A.-N.V. is covered by the Financial Services Compensation Scheme. This provides compensation in case any of its members go out of business or into liquidation and are unable to meet any valid claims under its policies. Further information can be obtained from the Financial Services Compensation Scheme (www.fscs.org.uk) or by contacting the FSCS at 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU or by calling 0800 678 1100 or 020 7741 4100.

COMPLAINTS PROCEDURE CONTINUED

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DATA PROTECTION NOTICE

IntroductionThe ways in which we use the personal information you give to us when you apply for and/or buy an insurance policy from us are described below. Your insurance policy is administered by Cigna Insurance Services (Europe) Limited (“Cigna”). Please note that Cigna may work with other third parties that may collect your personal information in order to sell you an insurance policy, however that insurance policy will be administered by Cigna).

When we use the terms ‘we’, ‘our’ or ‘us’ in this Data Protection notice, we mean Cigna.

Please make sure that you read and understand this Data Protection notice as it explains to you what we will do with the information that you give us in respect of this insurance policy.

Collecting Your Personal InformationIf you apply for our products and/or services we may need both personal information including sensitive personal data (such as answers to medical questions) about yourself and anyone else who is covered by the application in order to issue and administer the insurance policy and any claims which may arise.

We may collect your personal information from third parties where this is necessary in order to provide insurance services to you.

Protection and Uses of Your Personal InformationThe security of your personal information is very important to us. All personal information that you supply to us either in respect of yourself or other individuals in connection with our products and/or services will be treated in confidence by us and maybe used by us for the purpose of providing, administering and marketing our products and services.

We may use the information we collected when you applied for a policy with us to contact you by postal mail or telephone about products and services offered by us or by companies within the Cigna corporate group. If you do not wish to receive this information please contact us and we will amend our records accordingly.

We may use your information including sensitive personal data to make automated decisions based on your answers so we can offer you other suitable products and services. If we do so, this means we will use answers you provide in an application to pre-populate another product application, but you will always have the opportunity to change these answers.

We may also contact you about products and services offered by us or by companies within the Cigna corporate group by electronic email and/or text, in accordance with the communications preferences you expressed when you last contacted us. If you wish to change these preferences, and start or stop receiving electronic email and/or text marketing from us, please contact us and we will amend our records accordingly. Please note, however, that we will continue to send you service-related (non-marketing) communications.

We and companies within the Cigna corporate group may analyse the personal information you provide in combination with any other information that we lawfully hold or receive for the purposes of monitoring applications, reviewing, assessing, tailoring and improving our products and services and similar products and services offered by the Cigna corporate group. We may also engage the services of third parties to perform any such analysis on our behalf, however in doing so we will ensure that all such activities are carried out in compliance with the applicable data protection legislation. In order to protect your privacy, we will anonymise any information we analyse as far as possible.

Your personal information and sensitive personal data may also be shared with the insurer and reinsurer of our products. The insurer and/or reinsurer are the organisations which ultimately

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pay out on claims under your policy. It may also be necessary to pass this information to other companies for processing on our behalf, or to organisations with which we work to provide the benefits under your policy (for example, to a hospital which is responsible for any treatment you receive through your policy).

Some of the companies or organisations to which we transfer your personal information may be based outside Europe in countries which may not have the laws to protect your personal information to the same standard as in Europe. However, in all cases we will ensure that the personal information we transfer is kept securely and only used for the purposes described in this notice.

If you make an application for our products and/or services you will be giving your consent to your information, including the use of any sensitive personal data, being processed by us (which may include other companies within the Cigna corporate group) or our agents and also so we can market other suitable products to you within a reasonable timeframe.

Each time you receive an electronic marketing communication from us you will have the opportunity to decline to receive further marketing information.

You should show this notice to any other person covered under your insurance policy. If your application includes other individuals you should obtain their consent to us using their personal information, including sensitive personal data, as described in this notice before you give their information to us.

Telephone CallsPlease note that for your and our mutual protection telephone calls to us may be monitored and/or recorded for the purposes of:

• establishing facts relevant to our business; • checking that we comply with laws, regulations and self-regulatory procedures;• checking and/or demonstrating the standards that we should be meeting, for example, for

quality control and staff training purposes; • preventing or detecting crime; • investigating or detecting the unauthorised use of our systems, to secure our system and to

ensure the effective operation of our systems.

Fraud Prevention, Detection and Claims HistoryIn order to prevent and detect fraud we may at any time:

• Share information about you internally within Cigna and with other organisations and public bodies including the Police, loss adjustors and other third parties that we engage to investigate claims;

• Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this. We, and other organisations involved in the administration of your policy, may also search these agencies and databases to:- Help make decisions about the provision and administration of insurance, credit and

related services for you and members of your household;- Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your

accounts or insurance policies;- Check your identity to prevent money laundering, unless you furnish us with other

satisfactory proof of identity;- Undertake credit searches and additional fraud searches.

DATA PROTECTION NOTICE CONTINUED

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We can supply on request further details of the databases we access or contribute to.

When we investigate some claims, we may conduct searches of publicly accessible information about you available on the internet, including using sources such as search engines and social media.

Customer Satisfaction SurveysWe aim to continuously improve the services we offer to our customers. Occasionally we carry out customer satisfaction surveys which may be for our own benefit or for more general interest, and we may need to collect further information about you in connection with them. Surveys will usually be carried out by us but in some circumstances we will use an external firm.

Your participation in such a survey is entirely optional but your help and feedback would be appreciated.

Your rightsIf you believe that we are holding inaccurate information about you in relation to your insurance policy, please contact us and we will be happy to correct any errors.

You have a right to access the personal information we hold about you. To obtain a copy, please contact us.

Changes to our data protection noticeIf we decide to make any changes to this notice we will update all relevant documentation including any website so you are always aware of how we collect and use your information.

Contacting Us and Your Rights in Relation to Your Personal InformationIf you have any questions about the way in which we use your personal information, please contact the Customer Helpline or our Data Protection Officer at:

Post: Cigna Insurance Services, 1 Drake Circus, Plymouth, DevonPL1 1QH

Telephone: +44 (0) 330 100 6403

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USEFUL CONTACT NUMBERS

PAOITRVPD (06-16)

P&O Ferries Holdings Limited is an Appointed Representative of Cigna Insurance Services (Europe) Limited, which is authorised and regulated by the Financial Conduct Authority. P&O Ferries Holdings Limited is registered in England & Wales No. 6038077. Registered Office: Channel House, Channel View Road, Dover CT17 9TJ.

Cigna Insurance Services (Europe) Limited is registered in England & Wales No. 4617110. Registered Office: Chancery House, St Nicholas Way, Sutton, Surrey SM1 1JB. Cigna Insurance Services (Europe) Limited is authorised and regulated by the Financial Conduct Authority. Financial Services Register number 310671.

Cigna Europe Insurance Company S.A.-N.V. UK Branch, Chancery House, St Nicholas Way, Sutton, Surrey SM1 1JB. Registered in Belgium with limited liability (Brussels trade register no. 0474624562), Avenue de Cortenbergh 52, 1000 Brussels, Belgium. Subject to the prudential supervision of the National Bank of Belgium, Boulevard de Berlaimont 14, 1000 Brussels (Belgium) and to the supervision of the Financial Services and Markets Authority (FSMA), rue du Congrès 12-14, 1000 Brussels (Belgium), in the field of consumer protection and subject to limited regulation by the Financial Conduct Authority. Details of the extent of our regulation by the Financial Conduct Authority are available on request.

You can check this information on the Financial Services Register by visiting the website https://register.fca.org.uk/ or by phoning 0800 111 6768 or 0300 500 8082..

24 Hour Assistance Helpline+44 (0) 203 823 1247Lines open: 24 hours a day, 7 days a week

Lost or Stolen Passport Assistance+44 (0) 203 823 1425

Claims Helpline0330 102 5904Lines open: 8am - 8pm Monday to Friday excluding Bank Holidays

Legal Expenses Claims Helpline0330 100 9516Lines open: 9am - 5pm Monday to Friday

Customer Services0330 102 5904 Lines open: 8am - 8pm Monday to Friday, 8am - 7pm Saturday and 9am - 5pm Sunday

Fax: 01752 258496


Calls to 03 numbers cost no more than calls to geographic numbers (01 or 02) from both landlines and mobiles

For your protection calls may be recorded and may be monitored.

Documents

TRAVEL INSURANCE POLICY - P&O Ferries - UK...Section 14 – Loss of passport or driving licence 34 Section 15 – Hijack and mugging 35 Section 16 – Personal liability 35 Section